The player from Germany won €60 after depositing €20 at Vipsta but faces issues with withdrawing his winnings. After two weeks of waiting and submitting KYC documents, he discovers his account is blocked by management for unknown reasons, preventing him from accessing his funds.
Vipsta Casino - Player's withdrawal has been blocked by casino.
Opened
Current status
Waiting for player to reply
6d 13h 3m 15s
Vipsta Casino
Safety Index 6.4 Below averageCase summary
Discussion
Public
Public
yesterday
Translation
Hello,
I deposited €20 at Vipsta, played, won €60 and immediately withdrew it.
Two weeks later, the money still hasn't arrived, and several conversations with customer support have only triggered a KYC check, for which I, of course, submitted everything.
Everything's normal in the everyday casino business. I'm familiar with it too.
But the money still didn't arrive.
Ultimately, in the next support call, it turned out that my account had been blocked for everything else "by decision of management".
I can still log in and deposit money, but I CANNOT withdraw it.
Of course, I don't want you chasing after my remaining €50, but rather issuing a warning because this is the first time in my five years of gambling that my winnings have actually not been paid out. (I gamble almost daily.)
I have accounts at almost all "Bonuscrab" casinos and withdrawals are processed without any problems. (They're supposedly not affiliated.)
I have no idea what the reason is, and I doubt you'll get a better answer than I did, but I still wish you the best of luck!
If you want more information or screenshots, you can contact me anytime, I'm an open book!
Best regards!
Automatic translation:
Public
Public
10 hours ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
10 hours ago
Dear Lowroller,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you accumulate your winnings with or without an active bonus?
- Has the casino voided your balance or only disabled the withdrawal options?
- Are you currently still able to access your account?
I hope we will be able to help you resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
